AccountId: 011433970860
ContactId: 6af82e1b-4057-4262-83d2-276e13dfb96c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205100 ms
Total Talk Time (AGENT): 91137 ms
Total Talk Time (CUSTOMER): 71747 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6af82e1b-4057-4262-83d2-276e13dfb96c_20250603T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I am calling to see if I am able to obtain benefits for one of your members please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with benefits. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] And then the facility is Baptist Surgery and Endoscopy Center, or we could be listed under medical or surgery center at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much. I appreciate that. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02518731.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental insurance policy billed secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has uh.
[AGENT][NEUTRAL] And did you want the inpatient benefits or just the outpatient?
[CUSTOMER][NEUTRAL] This is for outpatient ambulatory surgery center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, thank you. OK, she has an outpatient per calendar day benefit amount of $300 to help towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] And that's a day.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, has any of it been?
[CUSTOMER][NEUTRAL] Obtain like nothing for today?
[AGENT][NEUTRAL] Let me check real quick if anything's been used today.
[AGENT][NEUTRAL] No, ma'am. Nothing's been used today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, perfect. And can you spell your name and the and the initial to your last name please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] and the last [PII]
[CUSTOMER][NEUTRAL] All right, and would there be a reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] All right perfect.
[CUSTOMER][NEUTRAL] And then you said it's $300 daily.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright, excellent thank you so much for your time I really do appreciate it.
[AGENT][POSITIVE] Well, you're very welcome.
[CUSTOMER][POSITIVE] I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I hope you do too. We thank you for calling APL.
[AGENT][POSITIVE] You take care, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] You as well thank you bye bye.